Senior Product Manager, Customer Success
Equinix
Global leader in data center and interconnection services, enabling digital transformation.
Build and improve the customer success platform using Gainsight to increase retention.
11 days ago ago
C$136,000 - C$204,000
Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
Toronto, Ontario, Canada
Office Full-Time
Company Size
10,000 Employees
Service Specialisms
Data center colocation
Interconnection services
Smart Hands / remote support
Software-defined interconnection
Network Edge services
Equinix Metal (bare metal)
Equinix Fabric (cloud routing)
Managed services (integration & advisory)
Sector Specialisms
No specialisms available
Role
Description
kpi tracking
dashboard design
backlog management
gainsight implementation
technical requirements
user research
- Define and track key performance indicators (KPIs) such as customer health scores, time-to-value, net revenue retention, and platform adoption metrics
- Design and implement customer success metrics and dashboards that provide actionable insights into customer health, product adoption, churn risk, and expansion opportunities
- Support change management initiatives to drive adoption of new customer success processes and tools across the organization.
- Conduct user research and gather feedback from customer success teams to continuously improve platform usability and effectiveness
- Work cross-functionally with Sales, Marketing, and Support teams to ensure seamless customer data flow and consistent customer experience across all touchpoints
- Own and manage the customer success platform product backlog, defining and prioritizing epics, user stories, and acceptance criteria aligned with customer success objectives and business goals
- Drive the implementation and optimization of customer success tools, particularly Gainsight, ensuring maximum adoption and value realization across the organization
- Stay current with customer success best practices, emerging technologies, and competitive landscape to identify opportunities for platform enhancement
- Partner closely with Customer Success Managers, Customer Success Operations, and leadership to understand customer journey challenges and translate them into product solutions
- Collaborate with engineering teams to define technical requirements for customer health scoring, risk identification, automated playbooks, and customer engagement workflows
Requirements
gainsight
salesforce
api
agile
tableau
b2b saas
- Demonstrated ability to work with APIs and understand technical integration requirements
- Experience writing detailed user stories, acceptance criteria, and working within Agile/Scrum development methodologies
- Previous experience in a Customer Success Manager or Customer Success Operations role
- Familiarity with Salesforce CRM and integration patterns
- Experience with customer journey mapping and process optimization
- Experience with additional customer success tools (ChurnZero, Totango, HubSpot Service Hub, etc.)
- Strong stakeholder management skills with ability to influence and align cross-functional teams
- Experience with data visualization and business intelligence tools
- Understanding of B2B customer lifecycle management and subscription business models
- Bachelor's degree in Business, Computer Science, Engineering, or related field
- 3-5 years of product management or product owner experience, preferably in B2B SaaS environments
- Knowledge of customer success automation and workflow design
- Hands-on experience with Gainsight platform, including configuration, administration, and optimization of customer success workflows
- Experience in fast-growing SaaS companies with complex customer segments
- Gainsight Administrator or Power User certification
- Strong understanding of customer success methodologies, including customer health scoring, risk management, and expansion strategies
- Data analysis skills with experience in creating dashboards and reports using tools like Tableau, Looker, or similar platforms
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
1998
Year Established
The company was established in 1998, marking the beginning of its journey in providing data center and interconnection services.
25+ Countries
Global Presence
Operates in over 25 countries, showcasing its extensive international reach and capability to serve a global clientele.
200+ Data Centers
Global Infrastructure
Provides essential services through over 200 data centers worldwide, supporting digital ecosystems and business growth.
- World’s largest provider of data center and interconnection services.
- Offers cutting-edge solutions that enable businesses to scale and adapt to the digital age.
- Facilitates high-performance connections for industries like cloud computing, telecommunications, and finance.
- Provides services including hybrid cloud solutions, network and application performance optimization, and interconnection for business ecosystems.
- At the forefront of advancing global digital transformation through strategic partnerships with leading companies.
- Innovative business models drive enterprise infrastructure modernization, ensuring security and compliance.
Culture + Values
- Thriving workplace where every colleague is valued and respected for who they are and what they contribute
- Foster belonging—cultivating an environment where every employee feels empowered to bring their authentic selves to work
- Deliberate inclusion of all perspectives to strengthen decision‑making and business outcomes
- Programs to enhance workplace experience and attract high‑performing talent
Environment + Sustainability
Net-zero by 2040
Greenhouse Gas Emissions Target
Committed to achieving net-zero greenhouse gas emissions across all scopes by 2040, verified by Science Based Targets.
50% reduction by 2030
Emission Reduction Target
Reducing Scope 1/2 emissions and fuel/energy-related Scope 3 emissions by half from 2019 levels by 2030.
100% Renewable Energy
Global Portfolio Goal
Aiming to source 100% of energy from renewable sources across all operations by 2030, having reached 96% in 2024.
A-List Recognition
CDP Climate Change
Achieved consecutive years of 'A-List' recognition from CDP for climate change management and transparency.
- Target global average PUE of 1.33 by 2030; achieved 1.39 in latest reporting (6% improvement YoY)
- Installed 72 MW fuel cells (capable of Hâ‚‚ blends), avoiding 285,000 MTCOâ‚‚e and 382 billion gallons of embedded water use
- Consumed 8,560 GWh electricity across 268 data centers in 35 countries, with 1,285 MW of long-term PPAs
- Reduced operational Scope 1/2 emissions 24% from 2019 baseline; total 2024 footprint 1,747,700 MTCOâ‚‚e
- Issued ~$6.9 billion in green bonds to finance green buildings, energy efficiency, renewable energy, and decarbonization projects
Inclusion & Diversity
17% increase
Women Employees Increase
Represents a significant global growth in the number of women employees over the past year.
14% increase
Black/African-American Employees
Signifies a notable rise in the number of U.S.-based Black/African-American employees.
47 organizations
Digital Inclusion Funding
Reflects the number of organizations supported by the foundation to enhance digital access and skills development.
11–37% increase
Employee Volunteer Hours
Highlights the growth in global volunteer hours, with a notable example of 25,300 hours in the latest reporting period.
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